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An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays.
Which is the BEST action this team can take to address leadership's concern?
Suggested Answer: C
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12 comments · newest first
KI
Kina
3 months ago
I feel like automating tasks (option D) could reduce delays too. Less manual work means faster resolution.
QU
Quentin
3 months ago
I agree, but option A also makes sense. Identifying queues could help speed things up.
LA
Layla
3 months ago
I think option C is the best. Comparing the map to actual activities can reveal gaps.
NI
Nickolas
3 months ago
Introducing more demand? That sounds risky!
KI
Kimbery
3 months ago
D) could help, but it won't solve the root problem.
CA
Candra
4 months ago
Surprised they didn’t check the actual activities first!
WI
Wilford
5 months ago
I think C) makes more sense to see the real issues.
JO
Jolanda
5 months ago
A) is definitely the way to go!
CO
Corrinne
6 months ago
Automating repeatable work activities sounds appealing, but I wonder if that would really address the root cause of the delays. We might need to analyze the process more closely first.
RO
Roslyn
6 months ago
I feel like introducing additional sources of demand could complicate things further. We should focus on the current process first, right?
FI
Filiberto
6 months ago
I'm not entirely sure, but I think determining where work is sitting in queues could also be a good option. It might show us bottlenecks that we didn't see before.
JU
Juliana
7 months ago
I remember we discussed how important it is to compare the value stream map to actual activities to identify discrepancies. That might help clarify where the delays are happening.